Service Operations Manager

Reports to: Vice President & General Manager, Service & Aftermarket

Position Title: Service Operations Manager – Data Center Cooling

Position Locations: Oklahoma City, OK or remote with travel as needed

About Nortek Data Center Cooling

Nortek Data Center Cooling is a Madison Industries company.  Madison Industries is one of the largest and most successful privately held companies in the world and has a robust portfolio of indoor air quality solutions. Madison builds entrepreneurially driven, branded market leaders that are committed to making the world safer, healthier, and more productive by creating innovative solutions that deliver outstanding customer value.

At Nortek Data Center Cooling, we’re shaping the future by Creating a Better Tomorrow Every Day!  We are a premier HVAC company offering energy efficient and sustainable products and solutions that exceed customer expectations through our employees’ commitment to quality, customer experience and operational excellence.

Position Summary:

Our front-line managers are an integral part of the service system as they support, retain, and help develop a team of expert technicians that provide exceptional service and support to our data center clients and partners. They work to continuously maintain a positive culture that fosters career progression and long-term employee engagement.

As a Service Operations Manager for the Data Center Cooling team, you will mentor, coach, and lead a diverse team of service technicians through the commissioning, warranty, and aftermarket service of large-scale data center projects. You will support a variety of complex data center commissioning projects requiring strong knowledge of a variety of air handling equipment in automated environments. You must possess strong project management skills to ensure site support is balanced to optimize project schedule and cost. You will provide service advice, guidance, and share technical expertise with end users, commissioning teams, and sales representatives. You will own end-to-end delivery, schedule, and customer outcomes across an assigned cluster of hyperscaler sites, personally communicating with the field to solve problems, forecast and secure the resources each site needs, and clearly communicate those needs up and across the organization. Success in this role is measured by ownership, reliability, and follow-through, not activity.

Position Key Attributes:

• Ability to personally live safely and hold themselves and other team members accountable by having their back in support of our Safety core value.

• Has integrity, works transparently, and is recognized for treating others with respect.

• Takes accountability to create and execute solutions that deliver desired results and can “own it” in a Performance Driven Culture.

• Works collaboratively as one team in a Teamwork culture.

• Enjoys embracing and igniting change as a catalyst for improvement.

• Takes full ownership of an assigned portfolio of hyperscaler sites and is personally accountable for delivery, quality, schedule, and customer satisfaction at each site.

• Work alongside technicians to troubleshoot and resolve problems rather than only managing from a distance.

• Reliable and responsive; does what they say they will do, communicates proactively, and can be counted on under pressure.

• Anticipates resource needs and clearly articulates what is required at each site to keep work on track.

Position Responsibilities:

• Supervise, train, and mentor the team through goal setting, performance monitoring, employee review meetings, and scheduling of formal training.

• Optimize service technician schedules by balancing competencies and experience with project requirements to improve efficiency and execution.

• Assist and support diagnostics and repair of site controls hardware including controllers, relays, measurement devices, actuators, and associated equipment with mechanical and electrical device systems.

• Review work orders, blueprints, schematic diagrams and related materials to determine tasks to be performed in commissioning or rework activities.

• Demonstrate experience in managing challenging jobs with the objective to mitigate the impact on customer’s building/experience while also minimizing the financial burden on the company. This requires working with multiple entities on a job – building owners, general and mechanical contractors, engineers, and associated servicing contractors.

• Build synergies with engineering and manufacturing teams to resolve complex design problems with fielded systems.

• Provide superior customer service to both internal and external customers while maintaining a professional appearance and demeanor.

• Advise leadership regarding customer satisfaction, product performance, and suggestions for product improvements.

• Own end-to-end delivery across an assigned cluster of hyperscaler sites, including schedule adherence, quality, and customer outcomes, with clear accountability and escalation for each site.

• Forecast staffing and resource demand by site, proactively request headcount and materials, and clearly articulate to leadership what is needed and by when to avoid gaps and technician burnout.

• Build and maintain relationships with hyperscaler Facility Managers, Chief Engineers, operations teams, Program Management, General Contractors and cluster leadership, serving as a clearly visible point of ownership and escalation.

Position Qualifications

Requirements:

• Minimum of a technical associate degree with two years of field experience or four years of equivalent related field experience in HVAC, building automation, or technical environment.

•  Demonstrated knowledge of critical infrastructure, automatic controls, building automation systems or other building subsystems.

• 4+ years of experience supervising teams

• Technical experience with HVAC/air handling equipment, with a demonstrated track record of taking ownership and personally driving issue resolution.

• Demonstrated ability to plan, request, and manage the staffing and resources required across multiple sites.

• Experience with Microsoft Office

• Ability to travel up to 50% of the time to various job sites or factories for various equipment related work.

• Superior analytical skills and attention to detail

• Ability to read and interpret blueprints, plans, and manuals

• Ability to support multiple teams across various data center projects.

• Excellent customer service skills with desire to exceed internal and external customer expectations.

• Ability to work independently or drive results across teams in a timely manner.

Preferred:

• Proven project management skills, demonstrating the ability to lead initiatives and manage team outputs under tight deadlines.

• Strong administrational experience in Microsoft Excel, Word, and PowerPoint with the ability to present in a professional manner to data center clients.

• Bachelor’s degree with four years of field experience or six years of equivalent related field experience in HVAC or building automation.

• Customer-centric mindset with a passion for helping customers succeed.

Success Metrics (First 12 Months)

• On-time schedule adherence and delivery across all assigned sites.

• Positive customer feedback and strengthened relationships at the site, program, and cluster levels.

• Accurate, proactive resource and staffing planning with no unplanned coverage gaps.

• Stable technician retention and a consistent, reliable reporting cadence.

To apply, please visit our career section at https://www.nortekdatacenter.com/

Nortek data Center Cooling offers a comprehensive compensation and benefits package. To learn more about us, please visit our company website at http://www.nortekdatacenter.com/.

Nortek Data Center Cooling is an equal opportunity employer and does not unlawfully discriminate against any applicant on the basis of race, color, religion, sex national origin, age disability, sexual orientation, or any other class protected by federal or state law.